Regional Service Manager

Cognizant Technology Solutions Asia Pacific Pte Ltd; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading technology services company in Singapore seeks a Regional Service Manager to oversee customer and workplace services across multiple sites. The successful applicant will manage an onsite team, ensure service quality, and maintain customer satisfaction. Responsibilities include vendor management, compliance, and leading projects related to IT infrastructure. Strong leadership and communication skills, along with a solid understanding of ITIL principles, are essential, alongside 5+ years of relevant experience.

Qualifications

• 5+ years of experience in IT service management, focusing on end-user computing.
• Proven experience managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Oversee day-to-day operations of customer and workplace services.
• Lead and mentor onsite support team.
• Serve as primary contact for regional stakeholders to ensure alignment.
• Develop strategies for business continuity and service delivery.
• Lead regional projects related to IT infrastructure.

Skills

IT Service Management

Leadership

Communication

Problem-solving

Vendor Management

Analytical Skills

Education

ITIL certification

Tools

Project management tools

Job description

As a Regional Service Manager, you will oversee the customer and workplace services across multiple sites, ensuring the efficient delivery of end-user computing support and other IT services. You will manage an onsite team, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.

Job Responsibilities

Service Management

• Oversee day-to-day operations of customer and workplace services across the region.
• Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.
• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
• Ensure adherence to ITIL standards and other best practices in service management.

Team Leadership

• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
• Coordinate with HR for hiring, training, and professional development of team members.

Customer Satisfaction

• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.
• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

Business Continuity

• Develop and implement strategies to ensure business continuity and minimize service disruptions.
• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
• Ensure all sites are compliant with security policies and disaster recovery procedures.

Project Management

• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

Vendor Management

• Liaise with external vendors and service providers to ensure the quality of third-party services.
• Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.

Reporting & Documentation

• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
• Maintain accurate documentation of processes, procedures, and service agreements.

Job Requirements

• 5+ years of experience in IT service management, with a focus on end-user computing and workplace services.
• Proven experience in managing teams across multiple sites.
• Strong understanding of ITIL framework and service management principles.
• Excellent communication, leadership, and interpersonal skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong analytical and problem-solving skills.
• ITIL certification.
• Experience with project management tools and methodologies. Familiarity with workplace technology trends and innovations.